Mary Taylor Carter

• Followed established auditing processes to meet internal and regulatory requirements.
• Conducts audits to ensure accuracy in patient registration, insurance verification, and billing processes
• Identifying trends, discrepancies, and opportunities for improvement is an essential part of the job.
• Coordinated, managed, and implemented auditing projects and prepared for evaluation.

Maintaining a professional and empathetic demeanor while communicating with patients and their families, especially during stressful situations.

Interacting with patients to address and resolve billing-related questions or concerns.

Verifying insurance coverage, benefits, and eligibility, and securing necessary pre-authorizations for medical procedures.

• Identified healthcare resources and programs for patients unable to meet financial obligations.
• Documented details regarding contact with patients, providers, and other individuals in the system.
• Contacted insurance providers to obtain key patient benefits information and submit documentation for accounts.

• Recording all charges for services rendered during a patient's stay.
• Ensuring accurate billing and efficient collection of payments.
• Focus on the individual patient's charges, payments, and billing details.
• Responded to inquiries by directing calls to appropriate personnel.
• Followed document protocols to safeguard the confidentiality of patient records.
• Resolved customer complaints using established follow-up procedures.
• Applied administrative knowledge and courtesy to explain procedures and services to patients.

• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Passionate about learning and committed to continual improvement.
• Applied effective time management techniques to meet tight deadlines.
• Strengthened communication skills through regular interactions with others.
• Worked flexible hours across night, weekend, and holiday shifts.
• Managed time efficiently to complete all tasks within deadlines.
• Proven ability to learn quickly and adapt to new situations.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Conducted regular reviews of operations and identified areas for improvement.

• I oversaw the daily operational activities of all Patient Access staff and monitor the workflow and daily adjustments using productivity and performance measures.
• Analyze problem areas in work flow and assist with implementing solutions.
• Ensure that all policies and procedures are communicated and upheld by staff members.
• Rotate on-call coverage with Team Leads and Director and cover call-offs within the department.
• Delegate responsibilities within the scope of personnel abilities.
• Perform registration corrections for ER and Access staff and acts as a liaison between all ancillary departments.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

• Conduct patient interviews to obtain current and accurate demographic and financial data for registration, billing and discharge.
• Explain and obtain appropriate consent from patients or family members.
• Verify insurance coverage and eligibility via phone, fax and online.
• Responsible for assuring and correcting billing information, minimizing the risk for reimbursement.
• Collect daily deposits and copayments/coinsurance amounts.
• Respond to patients billing and collection inquiries and recommend actions to resolve issues.
• Negotiate payment arrangements with patients per Hospital policy.
• Conducted FPR calls to help increase department collections.
• Balance cash drawer, complete required documentation.
• Experience in the creation of outpatient registration and order validation.
• Serve as Room Control Coordinator to accept reservations for incoming patient admissions from other medical facilities and doctors' offices.
• Reconcile hospital daily census.
• Cross-trained at other Baylor facilities providing assistance with Eclipsys implementation and coverage.
• Exhibit high level of customer service skills by assisting patients and family to nursing units by directions, personal escort, or wheelchair.
• Answer questions from patients and general public on hospital services and policies.
• Maintain and achieve the highest quality QA's.
• Train new hires and help support their development.